Client Care Advisor

About the Role

Swift Referrals is a multi-disciplinary referral hospital opened in 2019 and built to industry-leading standards. As a Client Care Advisor, you’ll be the first point of contact for clients, managing appointments, handling enquiries, and ensuring a smooth journey from initial contact through to treatment and aftercare. This full-time fixed-term role (12 months) works 10-hour days across 4 days a week on a rota that includes weekends—giving you predictable time off during the week.

You’ll work alongside clinical and non-clinical colleagues in a supportive environment that genuinely invests in team wellbeing. The hospital houses world-class facilities including a 1.5T Siemens MRI scanner, 128-slice GE CT scanner, and specialist operating theatres, so you’ll be supporting cases in orthopaedics, neurology, internal medicine, and soft tissue surgery.

Key Responsibilities

• Answer telephone calls professionally and manage new client registrations on the practice management system
• Book appointments for initial assessments and rechecks, allocating cases to the appropriate specialist discipline
• Discuss payment options and insurance coverage with clients; contact insurance companies to verify policy details
• Prepare daily clipboards for appointments, ensuring correct payments, forms, and consent documents are in place
• Conduct pre-visit phone calls to clients and communicate with owners of hospitalised pets in a reassuring manner
• Log laboratory and imaging results onto patient files; scan consent forms and hospital sheets into the system
• Handle cash and card payments, process paperwork for pet cremation services where needed
• Maintain accurate records of client and veterinary interactions on the PMS
• Respond to company emails and manage reception administrative tasks
• Ensure safe working practices in reception and hospitality areas; uphold professional conduct in line with RCVS standards

Requirements

• Excellent communication skills and a professional, welcoming manner with clients
• Experience in a customer-facing role with a strong focus on service quality and attention to detail
• Ability to manage multiple tasks effectively in a busy, fast-paced environment
• Organised, friendly, and collaborative approach to working with colleagues
• Proactive attitude with openness to feedback and learning

Benefits

• 6.6 weeks’ annual leave plus an additional day for your birthday
• Increasing annual leave accrued through length of service
• Enhanced family-friendly policies including maternity, paternity, adoption, shared parental, and surrogacy pay
• Healthcare Cash Plan
• Pension scheme
• Cycle to Work scheme
• Discounted staff pet care
• Learning and development opportunities via the IVC Evidensia Academy
• Voluntary benefits programme with access to discounts and cashback at hundreds of retailers

About the Practice

Swift Referrals is a purpose-built multi-disciplinary referral hospital in Wetherby, opened in 2019. Specialising in orthopaedics, neurology, internal medicine, and soft tissue surgery, the hospital houses advanced imaging equipment and world-class operating theatres. The team of over 80 employees is fully committed to colleague wellbeing, which is consistently reflected in positive staff satisfaction surveys.

Swift Referrals is part of IVC Evidensia, the UK and Europe’s leading veterinary care group comprising over 900 practices and referral hospitals. IVC Evidensia is committed to supporting team development and creating environments where employees can grow in confidence, capability, and fulfilment at every career stage.